Supervisor, Claims Intake

Company: EMPLOYERS
Location: Henderson
Posted on: May 12, 2022

Job Description:

Location: Henderson, NVJob_Code: 5466# of Openings: 1 General Summary for Supervisor, Claims Intake: Manage the day to day operations of the Claims Intake team. The core functions of this unit include new claim set up, preparation and distribution of correspondence, and inbound/outbound call management within the EMPLOYERS claim system. The Supervisor will provide structure, direction and support to staff to ensure timely and accurate completion of tasks related to regional claim files. In addition, the Supervisor will ensure staff are focused on providing an excellent customer experience to both internal and external customers by managing a combination of people, processes and technology in accordance with company procedures and applicable state statutes. Essential Duties and Responsibilities: Supervise day-to-day activities: Provides crucial support to the team by remaining available at all times for questions and concerns Prepare and direct scheduling - schedule shifts and breaks as necessary to ensure sufficient phone coverage for total volume and to meet Service Level Agreements (SLA's) Coordinates work assignment and distribution to ensure key performance goals are met Monitor Representatives' attendance, schedule adherence, and acceptable occupancy to meet or exceed key performance indicators Work closely with other Supervisors to ensure customer needs are met while meeting or exceeding Customer Care Center goals and objectives Monitor queues, volume and trends; recommend real-time and/or long-term process adjustments as necessary and alert management as appropriate Prepares performance reports by collecting, analyzing, and summarizing data trends on a daily, weekly, and monthly basis. Report to individual team members, area teams, and management, as appropriate Responsible for talent management: Participates in recruiting, selecting, orienting, training, assigning, coaching, developing, counseling, and performance management; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; ensuring compliance with policies and procedures Monitor productivity, quality, and customer service standards. Carry out performance management, measurement and evaluation of all team members to improve customer focus and efficiency Recommend process improvement and quality assurance programs Sustain an environment that fosters teamwork, values diversity, supports, and respects all team members Provide the resources, tools, training and development to achieve optimal results in accordance with operating procedures Conduct regularly scheduled department/team meetings Foster an environment of continuous improvement: Review operating procedures regularly and maintain appropriate work standards Perform quality and production audits and report results to staff, management, and internal customers Identify operational opportunities through technology enhancements Review operating procedures regularly and maintain appropriate work standards Gather feedback from internal and external customers to ensure procedures meet the statutory requirements of the business Excel at prioritizing, planning and executing: Ensure that competing priorities i.e. workload, projects, meetings, training and coaching are completed while achieving performance objectives Assists with meeting Claims Intake financial objectives by adhering to annual budget and monitoring expenditures Establish and communicate individual and team objectives Assign tasks, follows up and gives instructions as necessary Other duties as assigned or as situation dictates Job Requirements: Minimum 1 year supervisory experience or 3 years of related experience Strong leadership, collaboration, and interpersonal skills Exceptional organizational and time management skills Strong analytical, verbal and written communication skills Proficient with MS Office products including Word, Excel, PowerPoint, Visio and Outlook Experience with and propensity to learn evolving technology Maintain the highest level of confidentiality Preferred, But Not Required: Experience with a claims record keeping system Insurance claim experience Knowledge of Workers' Compensation insurance Bilingual-English and Spanish Bachelor's Degree Competencies: To perform the job successfully, an individual should demonstrate the following competencies: Customer Focus - Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect. Decision Quality - Makes good decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgement; most of his/her solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions. Developing Direct Reports and Others - Provides challenging an stretching task and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder. Directing Others - Is good at establishing clear directions; sets stretching objectives; distributes the workload appropriately; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator. Hiring and Staffing - Can identify top talent; hires the best people available from inside or outside the organization and assembles a talented staff that works well together. Communication - Is able to express themselves in a clear and succinct manner through a variety of communication platforms and styles. Obtain desired results through effective messaging. Motivating Others - Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; can assess each person's hot button and use it to get the best out of him/her; pushes task and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people like working for and with. Presentation Skills - Is effective in a variety of formal presentation settings: one-on-one, small and large groups, with peers, direct reports, and bosses; is effective both inside and outside the organization, on both cool data and hot and controversial topics; commands attention and can manage group processes during the presentation; can change tactics midstream when something isn't working. Process Management - Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understand show to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can't; can simplify complex processes; gets more of fewer results. Work Environment/Physical Demands: This job operates in a professional office environment; this role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This is largely a sedentary role; however, some mobility is required Regularly provides information to and receives information from/through various technologies, media, sources, and contacts. Must be able to accurately exchange information in these situations May work early or late on occasion to accommodate business needs Occasional lifting of a maximum of 30lbs Minimal travel to other office locations/meeting locations occasionally necessary Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Pay Range: $52,000 - $58,000PI177324390

Keywords: EMPLOYERS, Henderson , Supervisor, Claims Intake, Other , Henderson, Nevada